Regional Operations Manager

What You'll Do:

• Manage team to ensure that the core operational processes of vendor onboarding, vendor administration, and work order processing are properly followed; makes recommendations for substantive and procedural improvements
• Set clear goals and expectations for all regional team members; ensure accountability and consistency across the region
• Ensure the team meets daily operational expectations by tracking service delivery, ensuring client and vendor Service Level Agreements (SLAs) are met, reviewing call center production, evaluating work order completion timing – in-scope and out-of-scope, maintaining application compliance, and monitoring other department Key Performance Indicators (KPIs) and objectives
• Maintain accountability and ensure that performance trackers are accurate and updated, site additions/deletions are reconciled with vendor additions/deletions, financial credits are properly added to accounts, and event duplication reports and corrections are reviewed
• Manage, monitor and track vendor performance; implement strategies to meet or exceed targeted performance levels
• Thoroughly understand the scope and terms of each client’s contract within the region; communicates specifics to all regional team members and ensures the same for vendors
• Work closely with account team members to understand any contract/term changes for each client and inform regional team; communicate changes as appropriate
• Work closely with the Compliance team; ensure the organization, vendors and clients meet compliance standards
• Assist in client transition from Sales and Implementation to the Operations team
• Implement work order processes and procedures for initial proposal, pricing, standard formats, and approval for specific client in conjunction with other internal departments
• Provide operational feedback to the Account Operations team in a manner that allows them to effectively and proactively communicate to the client
• Work with Account Operations team to process non-contract client requests (out-of-scope/reactive/enhancement) and ensure work is scheduled and completed in a timely manner
• Communicate closely with the Account Management team and provide documentation for client meetings
• Work with department leadership to set the annual revenue budget and achieve the budgeted financial goals particular to the assigned region
• Collaborate with other internal departments in a manner that fosters teamwork and provide solutions to clients and vendors
• Ensure confidentiality of internal and external data
• Perform ad-hoc projects and other duties as assigned
• Travel requirements: Travel expected up to 10% of the time

You Should Have:

• Bachelor’s degree preferred, Associate degree in a business-related field or equivalent experience required
• Experience with budgeting and P&L management preferred
• 5 years or more of customer service experience required
• 3 years management experience required
• Proficient in all people management processes, including recruitment, performance management and compensation
• Proficient in building, growing and developing a team; including department structure, design, and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence